Our service commitment to You

The Office of Legal & Governance operates as a multi-disciplinary team, providing advice and assistance to all areas of the University in relation to audit & risk management, legal issues, secretariat issues and records management and archiving.

We have committed to achieving and maintaining the following minimum standards of service:

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We will respond to your enquiries in a prompt and friendly manner.

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We will strive to respond to all communications within the shortest feasible time. In particular, we will answer phone calls within 3 rings and we will ensure that all phones are diverted to voicemail when unattended.

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We will communicate with you in a clear and concise manner, using plain English (i.e. we will avoid using jargon wherever possible).

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We will be discerning in how we communicate with you, i.e. we will communicate with you using the most effective and efficient method of communication, recognising that eMail is but one method of communicating.

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We will keep you informed of progress of work which we are doing for you.

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We will adopt the following protocols in handling your incoming requests for legal assistance:

(i)

Within 2 business day of receiving your instruction, we will send you an eMail acknowledging receipt of your instruction and advising who will be handling your request for legal work.

(ii)

Within 4 business days of receiving your instruction, the person with the conduct of your request will advise you (ordinarily via eMail):

(a)

whether or not your request will be completed by internal or external legal resources. If the latter, at the same time we will provide an indication of likely costs; and

(b)

when we expect to provide a substantive response to your request, for example, by submitting a first draft agreement for your review.

(iii)

If, for any reason, we are unable to complete a task by our estimated completion date, we will immediately send you an eMail advising you of that fact, explaining the reason for the delay and providing a revised estimated completion date.

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Subject to timely receipt of papers, etc for inclusion, we will issue agendas for meetings at least 3 working days before meetings.

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We aim to issue draft minutes of meetings within 7 calendar days of each meeting.